Customer inquiries not visible in JIRA

[ngandeu_galaniprojects_de]

Hi all! we use the JIRA Service Desk and have always received our customer support inquiries at our support email address, which is also linked to JIRA, i.e. all inquiries are also visible in our JIRA. But today we had the case that a user's request only landed in our inbox, but was not visible in JIRA. Does anyone have an idea why this happened?

We then created a few test inquiries ourselves, which landed both the support e-mail inbox and JIRA.

[Angélica Luz]

Hello @ngandeu_galaniprojects_de,

Welcome to Atlassian Community!

When using a custom email address on a Service Management project, Jira will read the unread emails in the inbox. With this said, if someone accessed the email and read the email before Jira, the ticket won’t be created.

It’s also important to check if the email wasn’t disconnected from the project.

Please, ask your Jira administrator to go to the Cog icon > Products > Email requests. On this page, they can see all email addresses connected to each project, and then they need to click on “View log” for the affected one and check if there is any error on the “Connectivity log”.

If you are the project administrator, you can check the “Processing log” that shows the reason why the ticket wasn’t created. 

Go to Project settings > Email requests (company-managed projects) or Project settings > Channels > Email (team-managed projects) and click on “View logs”

Please, take your time to check these details and let us know if you have any other questions.

Kind regards,
Angélica